(TITC) – The formulation of the ASEAN MICE Venue Standards (AMVS) and Certification Body is essential in ensuring the successful implementation of the AMVS. This manual aims to equip assessors with the knowledge and skills in making accurate assessments of MICE venues as well as the systematic implementation and management of the AMVS.
| Service (S) | ||||||
| Type | Major Criteria | Requirements & Scoring | Method of Assessment & Evidence | |||
| Exhibition Hall Type 1 | Exhibition Hall Type 2 | |||||
| Coordination & Service Improvement | ||||||
| ✓ | ✓ | S01 – Advanced-booking service There is an on-line comprehensive information on the floorplan of exhibition hall There is an on-line comprehensive information on the availability of the exhibition hall There is a salesperson in handling client’s queries The salesperson is knowledgeable and is able to provide advice on floor plan and relevant exhibition packages suitable for the client’s needsThere are variety of payment methods | 3 Complete all requirements 2 Complete 4 requirements 1 Complete 3 requirement 0 Complete less than 3 requirements | Inspection & Interview Photograph and/or written comments & Interview records | ||
| ✓ | ✓ | S02 – Service to organizers | 3 There is a dedicated team of staff to respond to the organizers and handle all issues as a one-stop service when there incidents 2 Organizers need to contact 2-3 channels when there are incidents 1 Organizers need to contact a number of parties when there are incidents 0 Organizers do not know whom to contact when there are incidents | Interview Interview records | ||
| ✓ | ✓ | S03 – Complaints & service evaluation of the buyers and/or organizers There are appropriate channels in receiving complaints and customer feedback There is a system in handling customer complaints and customer feedback There is a motivation/ incentive system for staff to improve service standard. | 3 Complete all requirements 2 Complete2 requirements 1 Complete 1 requirement 0 Unable to meet any of the requirements | Interview & Document Review Interview records & Related documents | ||
| ✓ | ✓ | S04 – Coordination & Cooperation with external agencies (e.g., hospital, police station, and fire station) There is a coordination center with service staffs throughout the exhibition duration A list of contact persons, including the telephone number of relevant external agencies is prepared There is a systematic procedure in coordinating with external agencies | 3 Complete all requirements 2 Complete 2 requirements 1 Complete 1 requirements 0 Unable to meet any of the requirements | Interview & Document Review Interview records & Related documents | ||
| Staff | ||||||
| ✓ | ✓ | S05 – Staff Personality Uniforms are professional Staff are neat and tidy Staff are friendly | 3 Complete all requirements 2 Complete 2 requirements 1 Complete 1 requirement 0 Unable to meet any of the requirements | Inspection & Interview Photograph and/or written comments & Interview records | ||
| ✓ | ✓ | S06 – General knowledge & understanding of venue staff Knowledge & understanding about their job description and duties Knowledge & understanding about the exhibition industry and exhibition activities Knowledge & understanding about the venues and the organization Knowledge & understanding about different backgrounds & needs of participants and organizers | 3 Complete all requirements 2 Complete 3 requirements 1 Complete 2 requirements 0 Complete less than 2 requirements | Interview Interview records | ||
| ✓ | ✓ | S07 – Foreign language skills of staff Most staff can communicate in English Some of the staff can communicate in third language There are on-going language training program for staff both full-time and temporary | 3 Complete all requirements 2 Complete 2 requirements 1 Complete 1 requirement 0 Unable to meet any of the requirements | Interview & Document Review Interview records & Related documents | ||
| ✓ | ✓ | S08 – Staff performance on service quality There is a systematic recruitment procedure both for full-time and temporary staff There is an appropriate orientation and training for full-time and temporary staff in respond to the local law There is an monitoring system for new hires and temporary staff There is an appropriate performance management for fulltime and temporary staff | 3 Complete all requirements 2 Complete 3 requirements 1 Complete 2 requirement 0 Complete less than 2 requirements | Interview & Document Review Interview records & Related documents | ||
| ✓ | ✓ | S09 – Compensation, benefits and welfare for staff Compensation, benefits and welfare are provided in accordance with the local labor’s law There is an annual staff health check In compliance with the local law, there is an encouragement to hire local staff to work with the organization | 3 Complete all requirements 2 Complete 2 requirements 1 Complete 1 requirement 0 Unable to meet any of the requirements | Interview & Document Review Interview records & Related documents | ||
| ✓ | ✓ | S10 – Occupational Health and Safety Policy The occupational health and safety policy is clearly determined in writing. There is an operational plan of the occupational health and safety policy. There is a dissemination of the occupational health and safety policy both inside and outside the organization. | 3 Complete all requirements 2 Complete 2 requirements 1 Complete 1 requirement 0 Unable to meet any of the requirements | Interview & Document Review Interview records & Related documents | ||
| ✓ | ✓ | S11 – Occupational Health and Safety Practice Records of occupational health and safety practices Performance report Follow-up performance report at least once a year | 3 Complete all requirements 2 Complete 2 requirements 1 Complete 1 requirement 0 Unable to meet any of the requirements | Interview & Document Review Interview records & Related documents | ||
| Environmental Protection & Community | ||||||
| ✓ | ✓ | S12 – Environmental Policy (e.g., energy conservation, alternative energy, and garbage and waste management) The environmental policy is clearly determined in writing. There is an operational plan of the environmental policy. There is a dissemination of the environmental policy both inside and outside the organization. | 3 Complete all requirements 2 Complete 2 requirements 1 Complete 1 requirement 0 Unable to meet any of the requirements | Document Review Related documents | ||
| ✓ | ✓ | S13 – Environmental Practice Records of environmental practices Performance report Follow-up performance report at least once a year | 3 Complete all requirements 2 Complete 2 requirements 1 Complete 1 requirement 0 Unable to meet any of the requirements | Interview & Document Review Interview records & Related documents | ||
| ✓ | ✓ | S14 – Consideration for the surrounding community | 3 There are regular activities and organization’s policy that support surrounding community 2 There are some activities or organization’s policy that support surrounding community 1 There are very limited activities or organization’s policy that support surrounding community 0 There is no activities or organization’s policy that support surrounding community | Interview & Document Review Interview records & Related documents | ||
| 14 | 14 | Total | ||||
| 55 | 54 | Grand Total |
Remarks: The full score and passing score of Exhibition Hall in each MICE Venue setting is as below
| MICE Venue Setting | Total number of indicators | Full Score | Passing Score |
| Exhibition Hall Type 1 | 55 | 165 | 123.75 |
| Exhibition Hall Type 2 | 54 | 162 | 121.50 |
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